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Probation OperationsProbation OperationsProbation OperationsProbation Operations
Department of Corrections
GEORGIA
GEORGIA
GEORGIA
GEORGIA
GEORGIA
Georgia Department of Corrections
Probation Reporting Contact Center(PRCC)
Presented to: Council of State Governments
Southern Legislative ConferenceJuly 31, 2012
PEW Center on the States
According to the PEW Report (March, 2009), nationally, 1 in 31 was
under some form of correctional supervision.
Georgia with 1 in 15 under community supervision was
#1 IN THE NATION.2
Mission Statement
“The Department of Corrections creates a safer Georgia by
effectively managing offenders and providing opportunities for positive
change.”
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Probation Operations
Public SafetyIs
Our Mission!
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Felony Supervision in Georgia by the Numbers
Georgia Department of Corrections
Facilities (State Prisons)Incarcerated – 60,000
Felony ProbationUn-Incarcerated/Post-IncarceratedCommunity Supervision – 105,000+
Unsupervised/Administrative – 60,000+
Georgia Board of Pardons and ParolePost-Incarcerated
Community Supervision – 22,0005
Georgia’s probated sentences are twice the national average!
The longer sentences have contributed to the continued
growth of caseloads.
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10-year Growth (2002-2012)
29%!
Supervision Levels and Statuses
ActiveSupervision Levels105,366 offenders
Status60,000+
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Levels are assigned by completion of an automated
risk assessment
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Focus Prior to 2009
531 Officers
309 Officers
• PEW Putting Public Safety First– Recommended 13 Supervision Strategies
• 10 Step Framework– Research driven– Process Action Teams (PAT)
• New Vision/Direction– Focus on highest risk cases to meet mission– Don’t over supervise lower risk cases– Ensure ALL offenders are held accountable
• No additional resources/staff
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Response to 1 in 15
Accountability
Judicial Buy-In & Support
Gained Efficiencies
Probation Reporting Contact Center
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System must have:
Concept
• Utilize technology to assist in monitoring the offender population
• Blend call center technology with case management strategies
• Augment technology with trained support staff• Ensure automated reporting becomes an active
supervision element• Supervise low risk (standard level), compliant, non-
violent offenders Goal = 50%/40K of std cases• Reallocate probation officer resources to supervise
higher risk offenders11
Features
• Toll Free (800) Number: (877-333-2390)• Caller ID Enhanced• Offender accessed via GDC ID# & PIN• Staffed by 11 trained Call Handlers• Portable technology/Work Away• Reports post automatically to GDC data base• GDC owns system and data• Business records accepted in Court• Attractive alternative for compliant offenders• Enables efficient case management at all levels
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PRCC Flow - Eventful Report
Probationer Calls PRCC•Enters GDC ID #•PIN
PRCC Interactive Voice Response (IVR)
Eventful ResponseCall branches off to Call Handler
Call SuccessfulREPORT COMPLETE
Call Successfully Completed by Call
HandlerREPORT COMPLETE
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Call Transferred to PO to address non standard responses
Call Totals
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Calls Completed by Call Handlers Since
February 2010:
118,934
PRCC Flow - Uneventful Report
Probationer Calls PRCC•Enters GDC ID #•PIN
PRCC Software – Interactive Voice Response (IVR)
•Non-Eventful Responses•Call Successful•REPORT COMPLETE
Call Totals
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Calls Completed Since February 2011 by IVR Automation:
302,698
Total Calls
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Total Calls Since February 2010:
421,632
Outcomes
• Increased Public Safety
• Improved Supervision Quality
• Incentivized Compliance– Reporting– Financial Obligation– Community Service
• Office/Officer Safety
• Return on investment/cost benefit18
Cost/Benefit Analysis
• Pre-PRCC– 40,000 cases managed by 170 Officers – 235 offenders per officer: average caseload size– $1.68 - Cost per day per supervised offender
• PRCC Goal Achievement– 40,000 cases managed by 80 Officers– 450-500 offenders per officer: average caseload size – Present cost per day - $.46– Cost per day at optimum capacity - $.29
90 officers ($4 million value) will be redirected to:• Higher risk probationers,• Higher priority public safety functions
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Focus Prior to 2009
531 Officers
309 Officers
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Resource Focus with PRCC
399 Officers
441 Officers
Conclusion
• Impact– Enhanced Public Safety– Redirect resources– Lower cost per case– Efficiencies gained
• 2010 Governor’s Customer Service Award“ Most Outstanding Process Improvement”
• Replicable/adaptable by other States
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